Since it is always difficult to predict how long it will take to fix a problem, the question for the PR people always is: Do you say as little as possible, hoping it will be over soon? The problem with this strategy is if your problem continues for a long time, you look incenitive or even incompetant. Do you confirm you have a problem, and provide customer updates? The problem with this strategy is you draw attention to minor issues, which few people would have noticed otherwise. After four days, Microsoft finally added a statement to their MSN Messenger web site. I guess Microsoft's PR people decided they couldn't make things worse at this point. > July 6, 2001/8:00 pm PST > > MSN Messenger is currently experiencing a service outage for many > customers on a worldwide basis. We wholeheartedly apologize for the > inconvenience you may be experiencing. Our operations team is working > diligently to restore full service (including restoration of all > personal contact lists) as soon as possible. We are working around > the clock to have MSN Messenger up ASAP. We expect to have the service > restored by the end of the day today. Please continue to check back > for updated status reports. Thank you for your patience. > > The MSN Messenger